Requirement: The client is a large MNC with contact center operations in multiple countries. As part of their strategy, they wanted to build financial acumen as a key skill among their mid level operations managers. The objective was to encourage these managers to take accountability of not just operational performance, but also for financial performance of their processes.
Solution: OnTrac suggested that the company use OnTrac's True North simulation, which was built for this purpose. The client first ran a pilot for a batch of mid level managers, to test the viability and suitability of the simulation to their environment.
Result: The pilot was successful. Feedback from the pilot was incorporated into the simulation and a second batch of managers underwent the simulation. The second batch was far more successful, and today, the client has made it mandatory for all their managers to attend this simulation program in India. They are now rolling out the simulation to their other centers in Philippines and China.
Apart from this client, several other companies have also made it mandatory for their managers to attend this simulation, in order to improve their financial acumen.